Customer Assistance Manager - Business Loans Hardship Support

Customer Assistance Manager-Business Loans-Hardship Assistance Unit

At Kotak Mahindra Bank Ltd, we are seeking a dedicated and empathetic leader to manage our Business Loans-Hardship Assistance Unit. This unit plays a vital role in providing specialized support to customers who are experiencing financial difficulties and require assistance with their business loans. As the Customer Assistance Manager, you will oversee a team of professionals, ensuring a seamless and empathetic customer journey.

• Lead and mentor a team of customer assistance professionals, fostering a compassionate and efficient work environment.
• Develop and implement strategies to identify and assist customers facing financial hardships, ensuring timely and appropriate support.
• Collaborate with other bank departments to streamline the hardship assistance process, enhancing overall customer satisfaction.
• Establish and maintain strong relationships with key stakeholders, including legal and compliance teams, to navigate complex cases effectively.
• Ensure compliance with bank policies and regulations, especially in handling sensitive customer data and confidential information.
• Monitor and analyze customer feedback and satisfaction levels, implementing improvements to enhance the overall customer experience.
• Stay updated on industry trends and best practices in customer assistance, especially in the business loans sector, to drive continuous improvement.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of growth and development.
• Represent the bank at industry events and conferences, showcasing our commitment to customer-centric hardship assistance.

• A bachelor's degree in business, finance, or a related field is preferred, along with a minimum of 5 years of experience in customer assistance or a similar role.
• Proven leadership and management skills, with a track record of successfully leading and mentoring teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers and colleagues.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• A deep understanding of the banking industry, especially in the area of business loans and hardship assistance.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Emotional intelligence and a genuine passion for helping others, especially in challenging financial situations.
• Flexibility to adapt to changing work demands and a willingness to learn and grow with the evolving needs of the bank.

Experience Level

Mid Level